A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or ...

In the age of digital communication and customer-centric services, call centers have become essential hubs for businesses to ...

Quality control in call centers involves monitoring and evaluating the performance of agents to ensure they meet predetermined standards. It is crucial for several reasons: Customer Satisfaction ...

As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations — but only when it is used correctly.

Struggling to choose the best call center software for your business? Compare top options to find the solution that fits both your team and budget. There are dozens of call center solutions ...

PowerSchool is notifying people impacted by the recent cybersecurity incident and is offering two years of free identity ...